Date Received: 2021-12-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of 2018 my wife and I closed with a morgage from Nationstar and agreed to terms of morgage. Our first payment wasnt until a month or two out and we paid early so that we would be onto a good start. I remember my wife calling because pay day was a few days off and told that would be ok. We got a letter saying MR. Cooper would take over and to wait until we spoke to them to get it set up. From the beginning we were already in more debt than it should be because of the orininal month deferment that was agreed on was added to our bill. Also no money we had paid got transfered to Mr. Cooper so when we got our first bill it was 3 times our monthy morgage plus fees. I tried to get things strengtened out but Mr. Cooper did not honor our XXXX bi weekly agreement and said we have to pay in full every month. Also they were already making threats about non payment and default for a company I did not sign our contract with. They would send letter saying nice little things like Cooper is here for you or to help! I spent many of hours and waiting for call backs and being tossed around and lied to saying that someone who can figure it out would call. Finally I got the bank and a lady who did verify that some went thru but never got payments or was given the deferment so we didnt have to rush to pay until XXXX was over to help our family. I contacted HUD because our pay agreement and was told they could get councelors to helo sort thru the mess so we wouldnt get forclosed on due to matters out of our control. We were told by mr cooper to not pay on our loans because they wouldnt take it due to waiting on their investigation. Months out we got the same news and HUD said to appeal while we went through the same run around and being passive agressive with what I already sent to HUD and proof to help get our appeal thru. With my wife and our new born child and then health issues caused me to take FMLA leave from my job caused me getting fired and not getting any help with our situation. Dates to go to court came but I was told my news from the appeal and HuD will be in and I would be able to have some proof before they forclosed. Nothing came in and weather pushed court dates out, i missed mine and never had the hud paper work at least to prove. I did go up and want to contest the sale but it was to late and we were rushed out before i found out we had an extention to stay at our home by the new buyer who said he would give keys for cash, and considering we were homeless rushed to do right and never saw a penny. Not even finalized people pushed us out and to top it off Covid was spreading and we couldnt get anyone to help like unemployment, hud, or any other right i had violated like FMLA beacuse everything is shut down. We are just now receiving notices from the XXXX XXXX for classes we did to help with our down payment because my wife amd I cosigned but she is the tribal member. Im now trying to get my permenant XXXX and done everything to keep my wife and XXXX kids together and healthy. Im hoping at least to salvage some of our credit due to this. Financially I have been ruined and when someone does right, unfortunate events happen so many times that when I for once in my life multiple organizations to step in and do justice, we just were tossed to the wolves and into a pandemic.
Company Response:
State: OK
Zip: 743XX
Submitted Via: Web
Date Sent: 2021-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Mr. Cooper mortgage company has serviced the mortgage on my primary residence for many years. In XXXX of 2021 I applied with Mr. Cooper to refinance my existing mortgage. I paid them an appraisal fee of {$490.00} to proceed with the approved application. No apparaidal was ever completed and Mr. Cooper ended declining the mortgage application because ( I think ) I did not realize there was a judgement/lien tied to the property and failed to disclose that information in my application. They never refunded the appraisal fee they deducted from my bank account. I applied with Mr. Cooper again in XXXX when I realized what the likely problem was with my initial application. Again, my application was approved and I paid another appraisal fee of {$490.00} assuming I would be refunded for the prior one in time. XXXX XXXX never moved this mortgage to closing for some reason. They did not communicate anything other than their appraiser insisted my primary home was used as a commercial business and refused to conduct the appraisal I paid for. It is not used as commercial. It is my home. I provided a detailed statement to that effect at the request of the loan processor ( XXXX XXXX ). The last email I received from XXXX XXXX was an auto replay message that he was out of the office for an extended period of time. I never heard from Mr. Cooper again about this mortgage application or my appraisal, or the second appraisal fee I paid them. I have called, emailed, and written letters to Mr. Cooper trying to get the appraisal fees refunded, but no one replies or can provide me with information on getting these funds back. No one there seems to care or be concerned about the appraisal fees much less why they did not follow lending rules/regs by letting me know why my second loan was never closed. I never received a denial letter or any sort of communication after it appears that something happened with this XXXX XXXX fellow that was processing my loan. As a fairly informed and educated consumer, it is very distressing to me that a company such as Mr. Cooper is allowed to do this to consumers. Please help!!!! Thank you!!
Company Response:
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2021-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been complaining about the extra {$170.00} XXXX since my husband & I signed the loan modification to keep our home from being sold in a sheriff 's sale the next week. A federal agency called me two years ago as they were doing their investigation on this company & finally CFPB did a XXXX XXXX dollar settlement with them on XXXX 2020. I waited to be notified but never received anything about it. I called the Illinois Attorney General 's office who said Nationstar-Mr. Cooper could agree to have a mediation with me. I am still waiting.
Company Response:
State: IL
Zip: 60615
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I closed on the refinance of my home with XXXX Bank with XXXX XXXX XXXX as the settlement closer. I wired over {$14000.00} to pay closing costs, which includes pre-payment in full of real estate taxes for the XXXX tax year, 3 -7 months pre-payment of real estate taxes homeowners insurance for the XXXX year and 3-7 months prepayment of escrows. All of these items are shown on my Closing Disclosure Statement which I signed at closing. On XX/XX/XXXX, I received confirmation from XXXX Bank that the deal funded. After closing, I received a letter dated XX/XX/XXXX, that my mortgage was transferred to XXXX XXXX on behalf of XXXX XXXX. Then I received a letter dated XX/XX/XXXX, with a " Notice of Mortgage Servicing Transfer '' from TXXXX XXXX XXXX aka XXXX based in XXXX, CT that the servicing of my mortgage loan is scheduled to be transferred to Nationstar Mortgage dba Mr. Cooper effective XX/XX/XXXX. Next, I received XXXX XXXX XXXX letter of XX/XX/XXXX, that XXXX XXXX has purchased my mortgage loan on XX/XX/XXXX, and the mortgage servicer for my loan purchased will be Nationstar Mortgage XXXX DBA Mr. Cooper. This is the same servicer who serviced my loan for XXXX years prior on behalf of XXXX XXXX and prior to refinancing my mortgage on XX/XX/XXXX, as well as reimbursed my escrow for real estate taxes after paying the XXXX XXXX real estate taxes at closing. I paid my first mortgage payment due on the new mortgage by XX/XX/XXXX to Mr. Cooper. On XX/XX/XXXX, I paid the XX/XX/XXXX mortgage payment to Mr. Cooper. I noticed when making this payment I had a negative escrow balance of {$300000.00} that had a prior negative escrow balance of {$4200.00}. A portion of my mortgage payment {$600.00} went towards my escrow each month. I also noticed that I was not credited from closing the 3 months of prepaid escrowed. Monies that should have been credited to my escrow when I paid my monthly mortgage was paying a negative balance that I did not know what it was for. On that same day after making my XX/XX/XXXX payment, I called Mr. Cooper 's customer service regarding an error in my escrow balance and asked why there was a negative escrow balance when it should be a positive balance going forward after closing. The response I received was that it was a mortgage expense without giving any specifics and to call XXXX MXXXX. I called XXXX XXXX who reviewed my Closing Disclosure Statement and noticed the error and escalated to upper management. I also reviewed a statement I received in the mail from XXXX and noticed that there was a negative {$4200.00} prior to them transferring the servicing of the loan to Mr. Cooper. I also called XXXX and later received a returned call and was told that they paid the XXXX real estate taxes and I had to reimburse them for the payment. XXXX 's Statement also indicates their affilation as a sub-servicer with XXXX XXXX or XXXX. I informed them that I already paid the real estate taxes in full at closing and why they were paying it and not conducting their due diligence. Again they stated and I need to pay them back. Again on that same day I called the XXXX, PA XXXX Collector to verify that they received my payment from closing towards the XXXX real estate taxes ( school ) and she received XXXX payment XXXX The tax collector returned my call and informed me that she received my real estate tax payment after closing in XXXX and on XX/XX/XXXX, she received a payment from XXXX through XXXX and returned the payment on XX/XX/XXXX. I informed XXXX XXXX in writing and by phone. They stated that my escrow account will be corrected to reflect all payments made at closing and mortgage payments currently being made. Despite that nothing has been done. My final correspondence with XXXX XXXX was on XX/XX/XXXX when I told them that it was unacceptable that I have to wait for XXXX to get reimbursed before they correct my escrow balance meaning I have to double pay for real estate taxes and it was not my fault what this mortgage servicer done and I am being forced to pay through Mr. Cooper. Around XXXX pm on XX/XX/XXXX, I received two unsolicited emails from XXXX Bank and Mr. Cooper. The email from XXXX Bank stated titled " Thank you for Contacting XXXX Bank '' and further stated that they escalated the matter to their executive management. The email from Mr. Cooper had an embedded secure message which I did not open since my computer flagged it as potential malware. Overall, I have not been credited in my escrow account since closing the 3-7 months of prepayments shown on my Closing Disclosure Statement towards my escrow for real estate taxes, and homeowners insurance and not credited a portion ( {$600.00} each month ) of mortgage payments paid for XXXX, XXXX and XX/XX/XXXX and I am being forced to pay TWICE for real estate taxes for the XXXX and XXXX school tax year which amounts to over {$8000.00}. I continue to have a negative escrow balance when I pay my mortgage with Mr. Cooper and as recent as my XX/XX/XXXX payment was made I was notified that I should pay the remaining negative balance in my escrow account. Therefore, what is happening is that I will be forced into a potential foreclosure situation if I don't pay the negative balance which I do not owe to XXXX. The monies I paid 3-7months in advance for my escrow and {$600.00} paid for the months XXXX, XXXX, and XXXX, and the extra payment of a full year of real estate taxes already paid are illegally going into someone's pocket in violation of RESPA, Mortgage Servicing Laws, Fair Housing, Discrimination laws, etc. I want reimbursement all my monies taken plus damages due to these violations which has left me stressed and frustrated. I continued to be damaged monthly by monies being taken each time I make a mortgage payment and further requested to replenish monies in escrow when my escrow account at Mr. Cooper should be accruing a positive balance each month since closing.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, I received a letter from our mortgage servicer stating that our loan had been transferred to Mr. Cooper Group Inc. ( " Mr. Cooper '' ) and that the transfer would be effective as of XX/XX/2021. Since then, we have received no communications at all from Mr. Cooper despite my calling their customer service department and inquiring, as well as contacting our prior mortgage company ( The XXXX XXXX ) for advice on how to make our XX/XX/XXXX mortgage loan payment, which was of no help. I have been on the Mr. Cooper website several times- including today - and have entered our former loan number and my SSN into their online database for " Transferred Loan '' information. Upon submitting my information, their database returns an error message stating that it has no information and to wait for " up to seven business days '' from the effective date stated in the letter for the transfer information to show up. Meanwhile, I can not create a customer loan account online. See the attached screenshot.
Company Response:
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-02
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Mr. Cooper aka Nationstar was not been reporting my mortgage payment history since they took over the loan in XXXX, XXXX. I have spent the last 9 months trying to get them to report it retroactively but have only succeeded in getting them to report as of XXXX, XXXX. I have made multiple requests each month since then and each time they promise to resolve it and each time they do not. This is their legal obligation to report correctly under the Fair Credit Act, and yet they continue to fail at resolving this.
Company Response:
State: WA
Zip: 98661
Submitted Via: Web
Date Sent: 2021-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This has been an ongoing issue with XXXX. I am on a bi-weekly payment plan and they take my mortgage payment and apply it to additional principal and they take my extra payments I make and apply them to my loan. This is a sporadic problem with them. I have reached out to them on numerous occasions and my last few attempts to have them call me have gone unheeded. I have exhausted everything I can do even emailing their CEO who has never responded or had anyone in their office respond. Have left messages to have this issue escalated up the ladder and still no calls to me. I feel as though I am paying more interest because of their practices then I should be paying. The last person I spoke with ( XXXX XXXX told me the problem is because I have a bi-weekly payment plan with them. I feel this is absurd as if this was the case it would be happening all the time and not sporadically in which XXXX had no response. I feel you should look into XXXX and see if this is happening to everyone with bi-weekly payment schedules.
Company Response:
State: CA
Zip: 91384
Submitted Via: Web
Date Sent: 2021-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am re-financing my mortgage through XXXX XXXX. My current Mortgage is held by Mr. Cooper/Nationstar. Mr. Cooper charged me a XXXX dollar fee for an expedited payoff request that I never authorized. I called and after speaking to XXXX different people they removed the fee. Then on the next mortgage statement a XXXX dollar fee was added. I have been on the phone with the mortgage company " Mr. Cooper ''. They will not refund this XXXX dollar fee. I never requested an expedited payoff. The are advising that another mortgage company requested the payoff on my behalf. I advised I never authorized that fee. I am currently on hold with them now to get the fee removed. This is horrible customer service and the fee still has not been removed. The fee is only XXXX dollars, but I feel that I should not have to pay a fee that I did not authorize no matter how much it is.
Company Response:
State: GA
Zip: 30549
Submitted Via: Web
Date Sent: 2021-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was laid off due to XXXX in XX/XX/XXXX. I applied for a Forbearance plan with mortgage holder Mr. COOPER. After going back to work in XX/XX/XXXX I called bank to start making payment arrangements. They could not offer me any viable options at that time and suggested to stay on the Forbearance program while they underwrite a modification of terms. I submitted all documents and did exactly what they asked- do not pay the mortgage and stay in the program until a determination was given. I told them by not making payments this would make things worse if the modification didnt get approved. They again told me my best course was to continue. In XX/XX/XXXX they started the modification process. I was advised to call every XXXX weeks for an update and was told each time it was still be underwritten. In XXXX I called and complained and sent a letter to the office of the president to expedite the decision. I was then told my loan should have had been approved and a letter was coming. I waited another XXXX weeks and was still told the same thing. In XXXX I called and was told they were behind and a decision had not been made and to keep calling. I was informed this week that the modification was denied and my only options were a repayment plan. This comsists of a $ XXXX payment and XXXX months of payments of over {$1700.00} to bring the account back to normal. I was also given an opportunity to pay the full amount, over {$25000.00}. I tried to work with the bank and did everything they had asked. I am now in a much worse situation with my mortgage than prior to being XXXX XXXX due to XXXX. If I struggled to make payments while XXXX XXXX I would not be in this situation or be in a much better place. I feel I was lied to and misled about the opportunity that I was given in a he beginning about what government assistance would be available but was never even an option. I am now financially struggling to meet their repayment plans to keep my credit rating and my home. I need assistance helping work out a program that can keep me in my home with my XXXX kids.
Company Response:
State: OH
Zip: 450XX
Submitted Via: Web
Date Sent: 2021-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Been a nightmare from the beginning with MR. Cooper Mortgage Company ( formally known as Nationstar ), here is the full nightmare : I would post pics but it has a bunch of my personal info on it. XXXX/XXXX/2021 - Started the refinancing process with a home equity loan with XXXX XXXX. He contacted me a few times that week to get everything going, and I sent him for what he asked. Didn't hear from him for a couple weeks. Reached out to multiple people, including his XXXX XXXX ( I think name was ) and no responses. XXXX/XXXX/2021 - Reached out AGAIN to XXXX to check in what is going on with everything and got an auto response saying out of office until XX/XX//2021 and contact XXXX XXXX. Emailed and called him, no response. XX/XX/XXXX- He reached back and said he was on vacation and forgot to turn my application in said ( as per recorded line for insurance purposes. ) And apologized and asked if I wanted to start again so I said yes. ( Red Flag right off the bat. ) Little back and forth getting all the documents needed locked in at a 3.75 % for 30Year. XX/XX/2021 - He reached out to me to get the appraisal going, {$500.00} out of pocket. Around this time he also had XXXX XXXX reach out to me. XXXX told me don't pay it until I know I'm approved so didn't order yet. XXXX2021- Still trying to get info about if I ' approved to get the appraisal. XXXX/XXXX/2021 - Still trying to get info on when to order the appraisal, wasn't going to get until I was approved so I didn't waste money. Sent a few documents to XXXX during these times. During this date also told me in email my loan is conditionally approved and now is a good time to order appraisal. Was also told during ( phone calls on recorded line ) that this is only thing holding it up. Communication here starts getting bad with everyone involved. Problem after problem starts occurring, and the underwriter keeps asking for one piece of info every week, instead of giving a list of things needed. So many things here start to go wrong. Several kickbacks. I sent everything needed. Keep getting told we are closing soon. XXXXXXXX XXXX Lot happens here. Told the XXXX won't sign off because I'm in the middle of settling a payment plan with IRS and that if I can SHOW PROOF that I have the funds to pay it off, then it will be no problem. I go to bank get my checking account ( bank wouldn't print current balance but sent a screenshot with it even though it did nothing ) and also got statements from my savings account. I have multiple people on my accounts incase anything happens to me they can get to the money. On XXXX/XXXX/2021 was told I was good, I had the bank statements, a written letter and all the people on my account signed saying I have permission to use these funds, as well as a written and signed letter from my bank with a letterhead on it. Was told this was good to go! During the month little more back and forth to try and get everythng going. XX/XX/XXXX XXXX reached out to make sure she had the right creditors we were paying off, they were all wrong so we got them straightened away. XX/XX/2021 Was told by email that the underwriter reviewed my file and is ready to sign off for us. She asked for a copy of the very last paystub from company " X ''. XXXX found it and set it over, should be good to go! XX/XX/XXXX I reached out and asked what was going on, and now there was an issue with the bank statements now. Only was told I had to show proof so I had proof of covering what I owed the IRS while there was a settlement being taken place. Now the XXXX is back peddling on something they already approved. -A couple days prior I received letter from IRS with payment plan implemented and so I sent them over to XXXX XXXX XX/XX/XXXXI reached out to see what was going on. She called me back after not answering for a few calls. She told me I was approved!!! And we were closing on MondayXX/XX/XXXX since everyone will be out of office for the holiday. ( Per recorded line for insurance purposes. ) I understood this and was just glad this nightmare was about to be over. XX/XX/XXXX- The day comes to close, no one reaches out to me, so I tried called XXXX and XXXX, no answers. XX/XX/XXXX I try calling again and no answers after leaving messages. Today XX/XX/2021 I called a few times again, left messages so I can close. Emailed XXXX and she emailed me at about XXXX saying she will call me asap working on a file. XXXX comes around no call, XXXX calls me. He said XXXX emailed him and said the XXXX won't sign off, now I have to make XXXX payments to the IRS in my new payment plan, which is XXXX months out, and then have to resubmit everything. How can I be approved to close on XXXX/XXXX/2021 and now XXXX days after there is another delay?? I submitted everything and did everything write and the XXXXr is now toying with me and contradicting everything they approved to begin with. This is a quick summary of everything but has been nothing less than a nightmare! Also when I signed my documents, it was 3.75 % I logged onto the website and it shows 4.125 % | 5.148, which is what was not agreed upon.
Company Response:
State: IN
Zip: 46342
Submitted Via: Web
Date Sent: 2021-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A